Failing is not an option…

The first beta release of OTRS::ITSM 2.1 is available as of today! The latest and greatest version of the ITSM extensions for ITIL compliant service management serves you with amazing enhancements:

• The power of FreeTextFields as known from the OTRS ticket engine was implemented in the change management and allows you to define additional attributes for changes and even work orders!
• Performance of the change management module was increased dramatically by implementing state of the art caching technologies. Therefore the interaction with the system is seamless to an installation you run on your local machine!
• When creating templates for changes and / or work orders to give your users standardized and easy to use templates for common / reoccurring changes you have the change to reset change and work order states!
• A new change number generator was implemented for all of you who do not like the regular change number generator
• Improved detail view of changes: we added the work order title to the change overview for a more intuitive interaction with the system

In summary it’s worth taking part in the beta testing of OTRS::ITSM 2.1! We need your feedback to make the product even better!

((enjoy))

As todays service staff relies more and more to mobile access to their service management solution, ((otrs)) proudly announces the OTRS iPhone App.

The first version of the App provides you with instant access to one or more OTRS instances as you already know from the iPhone Mail app when having multiple mailboxes configured.

In details the OTRS iPhone App provides the following capabilities:

• Escalation View – a quick overview of tickets that are to be escalated
• My Tickets – a list of tickets assigned to your account
• Watched Tickets – all tickets you are following
• New Ticket – create a new request and assign it to a team / queue
• Comment on Tickets – add new articles / comments to existing tickets
• Reply on Tickets – Reply to requests via the app and OTRS will send the reply to the requester

As more and more people keep asking about the current development state of OTRS 3.0, my colleague Shawn came up with another brilliant video that is showing the differences between the old-fashioned OTRS 2.x and the eye-candy OTRS 3.0.

((enjoy))